OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION

Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
Research required information using available resources.
Follow standard processes and procedures.
Identify and escalate priority issues to appropriate teams and resources, as applicable.
Accurately process and record the communication on the Service Desk ticket.
Where appropriate, offer alternative solutions to retain customers and clients business.
Organize thoughts and communicate verbal messages appropriate to listeners and situations.
Follow up timely and make callbacks as scheduled, where necessary.
Stay current with system information, changes, and updates.
Progress team members tickets during their absence or when progress is requested.
Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.

REQUIRED SKILLS

Knowledge of customer service principles and practices.
Phone etiquette.
Effective listening skills.
Ability to speak and write clearly and accurately.
Multi-tasking capabilities.
Strong reasoning and analytical skills.
Knowledge of computer fundamentals, web applications, and troubleshooting skills.
Willingness to co-operate with others and work for the greater good.
Demonstrated proficiency in grammar and typing skills.

REQUIRED EXPERIENCE AND QUALIFICATION

Minimum Bachelor's degree, or HSC, Diploma with equivalent relevant experience.
Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE

An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
Work experience in the Pharma industry is a plus